AsteriskGuru Archives

krtorio at gmail.com · Guest

To anyone who has implemented an autodialer / predictive dialer in their call center business, How many numbers can it dial per hour, per agent?

astmattf at gmail.com · Guest

We have over 200 seats spread across 4 locations and the limitations
are really just dependant on how much money you have for equipment and
outgoing lines.

We have easily done over 20,000 dials per hour with rates of dial over
20 lines per agent(although we usually stay below 3 lines per agent).

What kind of dia rate are you looking for and what are you looking to spend?

MATT---

On 12/19/05, KRTorio <krtorio@gmail.com> wrote:

rodney_tamblyn at yahoo.c · Guest

KR,
You might like to check out Sinedialer - http://www.sineapps.com/sd.php

Limitations on calling rate are really based around hardware/termination, it's possible to dial hundreds of numbers per second if required. We have clients using the Sinedialer in call centers ranging in size from 20-30 seats up to over 1,000 (with calling load balanced across a cluster of asterisk servers).

Regards,

Rodney

--
Rodney Tamblyn
CEO
Sineapps Ltd
Dunedin
New Zealand
http://sineapps.com
Tel: 64-3-4778606 extension 1
Mobile: 64-21-064 3064
Solutions for Independent Telecommunications Service Providers

On 20/12/2005, at 1:59 PM, KRTorio wrote:

krtorio at gmail.com · Guest

Thanks for the reply, guys.

Our client wants 100 numbers per agent per hour.

We're testing gnudialer, but our agents complain that the calls arrive on their phones too slow (maybe lots of busy numbers?).

If this 100 numbers mean "live calls"/agent-customer conversations, is it possible?

On 12/19/05, Matt Florell < astmattf@gmail.com (astmattf@gmail.com)> wrote:

astmattf at gmail.com · Guest

Give Vicidial a chance if you haven't already. It's GPL and free like
GnuDialer, but offers a more full featured GUI client interface and
admin settings through a web browser:
http://astguiclient.sf.net/

How many agents are on this system?

MATT---

On 12/20/05, KRTorio <krtorio@gmail.com> wrote:

krtorio at gmail.com · Guest

Its 6000 per hour rather than 600. sorry

On 12/20/05, KRTorio <krtorio@gmail.com (krtorio@gmail.com)> wrote:

krtorio at gmail.com · Guest

Thanks. Will give it a try.

There will be 10 agents that will be using the autodialer. That means the total dialing rate is 600 numbers per hour.

Mind if I ask how Vicidial deals with abandoned (customer hangup before agent can pick up the channel), no answer, and busy calls? And I would also like to clarify what you mean of 20 lines per agent, does this mean dialing 20 numbers at the same time?

On 12/20/05, Matt Florell <astmattf@gmail.com (astmattf@gmail.com)> wrote:

krtorio at gmail.com · Guest

Oops, 60,000/hour. Sorry again.

On 12/20/05, KRTorio <krtorio@gmail.com (krtorio@gmail.com)> wrote:

astmattf at gmail.com · Guest

60,000 calls per hour for 10 agents?! What kind of junky leads are you
using? That's a 500/1 dial ratio(500 dialed calls per agent dial
level).

That would mean you would need to have at least 500 outgoing lines
available to you. This is not possible on a single Asterisk server,
but VICIDIAL is now able to load balance across multiple servers so
that's not really the concern, but what kind of trunks will you be
using?

VICIDIAL takes any call where the other end is not picked up(Busy,
Ring-no-answer, disconnect) and dispositions it as an NA for Not
Available. Other calls where the other end of the call is picked up
are sent on to the next available agent.

MATT---

On 12/20/05, KRTorio <krtorio@gmail.com> wrote:

pchammer at dynx.net · Guest

i could go into a 'have you done this this and that', but i'm
just wondering why you haven't asked for any help on your
gnudialer issue?

btw, puff18 should be ready real soon (we have been running at
one of our sites for the last couple days)

also, astcrm-1.1.4 has been redone, so that puff18 and
astcrm-1.1.4 are 'tied' together now. (they interact)

(side note for anyone using chan_agent/callbacklogin BUT not
using asterisk queues, comment out/disable (somehow) the manager
event for QueueMemberStatus (this flooded the manager session to
the point of causing all sorts of issues))

anyways, either ask your question on gnudialer.org in the forums,
or goto #gnudialer on irc.freenode.net (i guess the interium one
is chat.freenode.net)

KRTorio wrote:

krtorio at gmail.com · Guest

I recalculated the rates, its 6000, sorry for the extra zero, I was speaking on behalf of the person in charge of implementing gnudialer. He told me that getting statistics about busy, unanswered and other unsuccessful calls was the problem, rather than the dialing rate. We were not aware of puff18's Stats feature. Thanks.

On 12/20/05, Richard Lyman <pchammer@dynx.net (pchammer@dynx.net)> wrote:

astmattf at gmail.com · Guest

That's a bit better. You will need about 48 lines dialing with a timeout of 26 seconds to accomplish 6000 dials per hour. I am wondering why you have a target of 6000 dials per hour?

Even with a horrible list we never get as high as 6000 dials per hour for 10 agents. What do your agents consider too long of a wait time between calls?
Are you doing Answering Machine detection?
If so how much delay is it adding to your calls before they make it to your agents?

Rather than scrapping your Gnudialer install you should try to figure out the issues you are having with it, and it will probably take you less time than switching cold to VICIDIAL.

As for Busy, Ring-No-Answer and Disconnected dispositions, we do categorization by these with over 95% accuracy by recording the ring time and analyzing it after-hours with sphinx. Using this method you can even categorize further things like Privacy manager, no-incoming calls, number has changed, invalid number, disconnected, busy, fast busy and ring-no-answer. We still do this on a first pass of leads now and it works very well for us.

MATT---

On 12/20/05, KRTorio <krtorio@gmail.com (krtorio@gmail.com)> wrote:

krtorio at gmail.com · Guest

We have a very demanding client. We are still negotiating with them to reduce the rates. Hope they make more reasonable demands than this.

On 12/20/05, Matt Florell <astmattf@gmail.com (astmattf@gmail.com)> wrote:

iphonica1 at gmail.com · Guest

Hi, We have been struggling to make VICIDial work without success.

Regards/Khurram

On 12/21/05, KRTorio <krtorio@gmail.com (krtorio@gmail.com)> wrote:

astmattf at gmail.com · Guest

It's not the easiest thing to set up, have you joined the astguiclient-users mailing list?

Did you follow the SCRATCH_INSTALL instructions?

What exactly are the problems that you have been having?

MATT---

On 12/21/05, Khurram S. <iphonica1@gmail.com (iphonica1@gmail.com)> wrote: